SLA Event Time Measurement is an optional feature of the CloudSET SLA Management & Reporting module to accurately measure and monitor the amount of time a ticket spends within each state, or the amount of time taken to reach specified events in the ticket life cycle.
*Note: This feature is available to CloudSET SLA Management customers when subscribing to the Advance level SLA package.
These calculations will make use of the Working Hours and Public Holidays specifications configured as part of your SLA Management setup to ensure that no time is counted during periods outside of business operating hours.
Show or Hide Measures in the SLA Assistant
The information gathered by the SLA Event Time Measurement service is displayed in the SLA Assistant (1).
Calculating the time Spent within each State
Once installed and configured each time the ticket status changes the amount of time spent in the previous state is measured in hours to a precision of 2 decimal places (2).
As the ticket moves back and forth between each state the amount of time in each state is accumulated accordingly, e.g. open to pending and then back to open before solved.
This ensures all calculated values include only the time elapsed during business operating hours.
Thus an accurate assessment can be made of the time taken to resolve the ticket while the ticket was in a state of New or Open, the amount of time waiting for a response from the customer (Pending), or the amount of time waiting for input or support form a third party or alternative department (On-hold).
Calculating the time to Reach SLA Events
This SLA Event Time Measurement service will also calculate the time taken to reach SLA events (3).
In most cases the service will calculate the amount of time between the creation of the ticket and the conditions being met to reach the event, e.g. agent assigned, initial response provided, workaround provided, ticket solved.
However, if an event can occur multiple times during the life of the ticket, then the average time taken to reach the event is calculated and displayed in the SLA Assistant (4).
If appropriate, the calculation will take into consideration any amount of time the event timers have been paused or stopped when the ticket was placed into a status Pending, On-Hold or Solved.
*Note: which event timings are measured
The measurements will only be calculated for each of the events specified in the CloudSET SLA Management Configurations and only if the event timer has been started.
The only exception to this being the time taken to solve the ticket which will always be calculated and displayed in the SLA Assistant if SLA Event Time Measurement has been switched on for your Zendesk account.